Frequently Asked Questions
Common Questions and Answers
Here you will find a range of information, advice and guidance about your home and community.
We are here to help
Ocean works with a range of different partner agencies to provide help and support to those that need it. The list below contains some of the most commonly asked questions. If you can't find what you are looking for please contact us or use the Live Chat service.
Fly tipping is illegal. If you fly tip on Ocean property, you will be recharged for the removal otherwise, the service charges will be increased to reflect the additional costs.
You can report Fly tipping via our online contact form.
You can use the Council’s online form to report Fly Tipping on Council land.
If you need a ‘minor adaptation’ in your home to help with everyday tasks, please contact Ocean’s Asset Management team.
- Lever taps
- Grab rails
- Hand rails
- Internal Thresholds
Tel 01726 874450
For ‘major adaptations’, please apply directly to Cornwall Council for a Disabled Facilities Grant for items such as:
• Stair lifts
• Wheelchair access
• Level access showers
• Over bath showers
Tel 0300 1234 131
Lifeline and Visiting Services
The Ocean Extra team provide the Lifeline alert equipment and tailored visiting services for you at home, Tel 01726 874450.
If you are living alone and are concerned about how you would cope in case of a fall, accident or other such emergency at home, from £3.95 per week, our Lifeline Telecare service options could offer you peace of mind.
Assessing your needs
If you are unsure what aids and adaptations you need in your home, visit the AskSARA website here. It is an online guide and information service. It will help you find the right equipment or support service you need to manage everyday tasks.
Living Made Easy
Living made easy provides practical impartial advice and information on daily living equipment. Brought to you by the Disabled Living Foundation (DLF)
Tel 0300 999 0004 or visit the website here.
Ocean Extra do not provide care services but our Visiting Services can help you manage your day to day paperwork, personal and household matters.
Our Services include the following:
Installing and testing Lifeline systems
Advocacy or speaking on your behalf
Reading and dealing with post/posting letters
Benefits and Pensions advice
Getting online – ‘Silver Surfing’
Signposting/putting you in touch with people that can help
Assisting with basic household tasks
Fire Prevention advice
Occasional non-food local shopping
Assistance with pet care arrangements
Working with your carers
Hobbies and interests
Help with appointments such as GP, chiropody, hair etc.
Help with prescriptions
Help with travel arrangements
Home from hospital service
Help with staying healthy
If you need anything else, just talk to us. We may be able to help. It’s a flexible service – use long term or just for a week – it’s up to you!
For more details of the service packages we offer, please visit the Ocean Extra page of this website here.
Tel 01726 874450
You will need permission from Ocean before you have a pet in your home.
Use the contact us form here to apply.
Ocean may withdraw this permission if you do not take your pet ownership responsibilities seriously.
For example if you allow:
- excessive fouling in public or neighbouring areas
- excessive barking and noise
- animal cruelty or neglect
Things to consider when owning a pet:
1. Fencing – you are responsible for containing your pet within a suitable enclosure.
2. Banned dogs – Please check the Banned Dog list and advice on the Government website.
3. Respect your neighbours. Remember to consider your neighbours if you are thinking of getting pets. It’s worth mentioning it to them, beforehand, to avoid offending them.
4. Neutering – It is a good idea to consider neutering your pet to help prevent illnesses, additions to the family and some unwanted behaviours. Refer to the RSPCA for neutering information or Cats Protection (see their website for £5 special offer).
We work with a number of external agencies such as the Cornwall Council Access team to assist our most vulnerable tenants get appropriate support.
The council’s Access Team is your first point of contact if you, or someone who you care for, needs support. They will ask you some questions about how you are managing on a day-to-day basis. If you need more support they will refer you on to one of the council’s social care teams or direct you to other services. Monday to Friday from 8.30am to 6pm contact Tel 0300 1234 131.
Safeguarding Adults from Abuse or Neglect
If you have any concerns about the safety or wellbeing of yourself, or if you’re concerned about an adult possibly experiencing abuse or neglect, contact the council’s Safeguarding Adults team, Tel 0300 123 1116 or check out the Cornwall Council – Safeguarding Adults Website here.
Keeping children safe is everyone’s responsibility. If you have any concerns about the safety or wellbeing of a child, or if you’re concerned about a child possibly experiencing abuse or neglect contact the Multi Agency referral Unit (MARU), Tel 0300 123 1116 or Tel out of hours service: 01208 251300.
Other Useful Contacts – Directory
Adult Care, Health and Wellbeing have launched a Cornwall Community Directory for the people of Cornwall to find support and care for their loved ones.
The directory lists a variety of support services and events on their website here, including information on :
• Support at home
• Leisure activities
• Getting around
• Health and wellbeing
• Work, learning and volunteering
• Advice, information and money matters
• Staying safe
• Caring for someone
• Housing and care homes.
Adult Social Care
Adult Social Care can help you with:
• Advice about benefits
• Alcohol, drugs and substance misuse
• Blue badge (Disabled person’s badge)
• Carers information
• Disabilities (physical)
• Home adaptations
• Learning disability
• Mental health
• Older people
• Personal budgets
• Safeguarding adults
• STEP service (formerly Homecare)
Tel 0300 1234 131 or visit the Safer Cornwall website here.
We know that Anti-social Behaviour (or ASB) and common neighbourhood disputes can affect your day to day life.
Anti-social behaviour is acting in a manner that causes alarm, harassment or distress to someone who is not part of your household. To be anti-social, the behaviour must be persistent, ongoing, and preventable.
If you think you are suffering because of ASB, please use our form to determine who can help by clicking the link here.
Domestic abuse can take many forms, and should never be tolerated.
Ocean Housing takes its responsibilities seriously in safeguarding the independence, safety and wellbeing of all tenants.
We believe that nobody should live in fear of domestic abuse and will take steps to identify, assist and support any customer in this situation.
What is Domestic Abuse?
If you are in a relationship with someone, you should feel loved, safe, respected and free to be yourself.
Anybody can be a victim of domestic abuse – men, women or children – and likewise anybody can be a perpetrator.
It is not always about physical violence either. It can also include, but is not limited to;
• Emotional abuse
• Sexual abuse
• Economic abuse
• Verbal abuse
• Online abuse
• Coercive control or ‘gaslighting’
You can find out more by visiting the below websites, but if your relationship leaves you feeling scared, intimidated or controlled, it’s possible you’re in an abusive relationship.
Signs to look out for
All relationships are different. There isn’t such a thing as a ‘normal’ relationship, but there are healthy relationships and unhealthy relationships.
If you feel unsafe or recognise any of the negative signs below, take action.
• They make threats and do things just to scare me.
• They put me down just to make me feel bad when we’re alone or around friends.
• They make me do things that I don’t want to do without listening to me.
• They make me feel guilty if I don’t spend time with them.
• They don’t try to get on with my friends or family.
• They hit, slap or push me.
• They look through my phone, social media or web history.
• They want to know where I am all the time.
• They cheat on me or accuse me of cheating on them.
• They steal from me or make me buy them things.
• They make me have sex when I don’t want to
If you suspect that you or someone you know may be a victim of domestic abuse you are encouraged to report your suspicions to the police.
We’re here if you want to talk, completely confidentially.
Ocean is committed to providing a confidential, caring and sensitive response to anyone experiencing Domestic Abuse, throughout Cornwall.
Tel 01726 874450
If you are experiencing financial difficulties please get in contact. Helen and Louise, our friendly Financial Inclusion Advisors will work with you to help maintain your tenancy and improve your sense of wellbeing by providing you with guidance and support in the following areas:
• Navigate the benefits welfare system to maximise your Income.
• Help to reduce your energy costs
• Help to reduce other household bills
• Debts and budgeting advice and referrals
• Health and Wellbeing advice and referrals
• Look at available grants / funding options
• Saving money
You can find a range of support material on our website here: https://www.oceanhousing.com/pay/ and you can also book an appointment via your Customer Accounts Advisor, by calling Ocean on 01726 874450 or by emailing us at email@example.com . We will contact you back to arrange a suitable time with you.